Frequently asked questions

Can the jewelry be individualized?

Of course, we are happy to respond to your very personal wishes and ideas and try to implement them for you as far as the material allows.

Whether it is engravings or completely made for you design, write us an email or call us. Together we will find a way to make your dream jewelry a reality.

We ask you to note, however, that any piece that is made especially for you is excluded from exchange or return.

Which parcel service provider is used for shipping?

We ship your ordered goods with INTEX.

You will receive your shipment in Germany within 2 to 4 working days via INTEX after we have received your order. In special cases, delivery times may be longer. We will inform you immediately of any delays in delivery. International deliveries can take between 5 and 15 working days.

You decide where we should send your shipment, to your personal address or to a delivery address of your choice. Please understand that we only accept secure payment methods, i.e. PayPal and credit card, for deliveries to a different billing address.

How can I return my order?

With us you have a right of withdrawal of 14 working days from delivery of the jewelry. During these 14 days you can return the goods. Please note that only completely returned goods can be exchanged or refunded.

Your personal return label will be sent to you by email - please contact us at for this purpose.

The return shipment is free of charge for you - regardless of size and weight.

How can I have my customer data deleted?

You can request the deletion of your data at any time. To do so, please write an email with the deletion request to our email address.

Deletion of the customer account

You can delete your customer account at any time. To do so, please write an email with the deletion request to our email address.

For more information on data protection, please visit our website You will find the point data protection at the bottom of our website where you will also find the points terms and conditions and imprint.

Can I change my customer data?

As a registered customer, you can independently change your customer data in the customer account. To do this, log in to your customer account and change the desired area.

If you have placed your orders as a guest you do not have to make any changes, because you have to enter your data again when placing an order.

I have forgotten my password, how do I get a new one?

If you ever forget your password to log in to your customer account, simply use the "Forgot password?" button. You will find this button directly under the login option to your customer account.

What payment methods are offered to me?

During the order process you will see the payment methods that we can offer you depending on the order value or the delivery address. Regardless of the value of goods, you can pay by credit card, Paypal, Apple Pay. Depending on the country from which you order, other payment methods are available.

Credit card

In Maëla online store you can buy by credit card without hesitation. We accept credit cards with MasterCard, Visa and American Express symbols. If you return the goods, the amount will be credited back to your card account.

The credit card data is transmitted in encrypted form. The encryption technology has a high security standard. Maëla uses the 3D Secure verification method. Therefore, it is safe to pay by credit card in the Maëla online store. 


With the Paypal payment method, you pay quickly and securely without having to enter your account information on our portal. You have the advantage that your goods will be delivered immediately after receipt of your order. Your Paypal account will be debited directly upon completion of the order.

Can I have my order delivered only to my home?

Where you want us to send your shipment, to your personal address or to a delivery address of your choice, is up to you. We deliver your order quickly and reliably with our partner UPS to any address you wish. For example, if you are not at home in the morning, UPS will be happy to bring the package to your workplace or, if you wish, to relatives, friends or neighbors. 

Would you like the goods to be delivered to a different delivery address than the billing address? Then please specify it in your order. If we do not have a different delivery address, we will deliver to your billing address. You will receive the invoice by e-mail. Unfortunately, we have to exclude delivery to post office boxes.

Return address


Maela Reich


89073 Ulm Germany 

Defective goods can of course be claimed within the legal warranty periods. For exact return modalities please refer to the revocation details (to be found in the menu at the bottom of the page).

I have received an incorrect item. What can I do?

If you have received an incorrect item, we would first like to apologize for the inconvenience. 

Please return the wrongly delivered item to us immediately.

You will receive a confirmation of receipt of the return immediately after we have received it. Subsequently, you will receive a return confirmation with all further information about the booking and refund. 

When will my return be refunded?

Within 10 days after returning the goods you will get your money back. If you purchase by credit card, we will credit the money to your credit card account and if you pay by Paypal, the amount will be credited back to your Paypal account. You will receive all information about the refund by email.


+49 (0) 731 14 39 23 07